Information Technology Reference
In-Depth Information
5.
The call is now queued until an agent (suitably skilled) becomes available. (He or she logs in or completes a previous call.)
6. UCCX reserves the agent and initiates a call transfer to that agent's phone, which causes the agent's phone to ring. (This is
based on CUCM to phone signaling.) At the same time, UCCX signals a CTI screen pop on the agent's workstation desktop
to supply call-related information to the agent.
7.
The agent answers the call, the call transfer is completed, and a RTP stream is established between the agent's phone and the
port on the voice gateway.
uCCX/CRS Components, Subsystems, and Capabilities
UCCX consists of several components, which provide numerous capabilities.
The following are the four UCCX components:
UCCX (CRS) engine: Executes applications using subsystems. Specific functionality provided to UCCX includes
script execution, Cisco Agent Desktop (CAD) communication, CUCM/CTI manager JTAPI communication, and UCCX
Administration interface.
Database: Consists of four data stores: Configuration (CDS), Repository (RDS), Agent (ADS), and Historical (HDS).
The CDS contains information relating to resources (agents), resource groups, skills, teams, and CSQs.
The RDS contains prompts, grammars, and documents.
The ADS contains logs, statistics, and pointers to recordings.
The HDS contains contact call detail records (CCDR).
Recording: Allows agent calls to be recorded.
Monitoring: Allows supervisors to monitor agents.
 
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